TERMS & CONDITIONS
1. Our Agreement with You
By placing an order through our website, you agree to purchase one or more of our products under these Terms & Conditions. We aim to make every part of your experience smooth, transparent, and trustworthy. All prices listed are in GBP and include applicable taxes unless stated otherwise.
2. Orders, Payments & Shipping
Once your order is placed, you’ll receive a confirmation email with your purchase details. Payments are processed securely through our approved payment partners. We aim to dispatch all items within 2–3 working days, and delivery times may vary depending on your location. Please ensure all shipping details are correct before checkout, as we cannot take responsibility for items sent to an incorrect address.
3. Returns, Exchanges & Support
At BY KEM, we want you to love your purchase. If you’re not fully satisfied, you may be eligible for a return or refund in line with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations. For change-of-mind returns, you must notify us within 14 days of delivery, with an additional 14 days to return the item. For faulty or damaged products, please contact us within 48 hours with photos so we can arrange a refund or replacement. Please note we do not offer exchanges. Certain items cannot be returned, including used pillowcases, worn or wrapped items, products with damaged labels, customised embroidery, or any items with makeup, oils, perfume, or signs of use. All returned items must be unused, unwashed, undamaged, and in their original packaging with the care label intact. Once your return is received and inspected, refunds are processed within 3–7 working days.
4. What we require from you (Services/Bookings)
For any booking in which you are required to bring hair to complete the expected service, please ensure the hair is brought in at least 5 days before appointment date (if applicable).
For those unable to adhere to this standard, an express fee will be charged as stated when booking in the service description. For those booking within an express time period Please ensure that box is ticked to add the following fee to your overall estimated cost.
Please ensure you arrive to your appointment with clean & dried hair. Any arrival with hair in an unacceptable/unkept/damp/tangled/unclean condition could result in termination of the appointment, with the deposit non-refundable.
Please note; all deposits are non-refundable, if you are in need to reschedule or in case of emergency cancellation, please contact us.
For us, we value hair health & execution is important . It is imperative to be transparent with your natural hair condition, as Some hairstyles may not be suitable or ideal for those with certain hairlines/features.
To avoid disappointment, please ensure you upload/send in the required information or pictures when booking any customisation or braiding services eg: frontal installation - please send in a photo of your natural hairline & the desired hairline. This allows us to execute the desired look perfectly, using both images to ensure it can be achieved to with excellent accuracy.
